assuming it's just this user and everyone elsoe is fine then check, double check and re-check the provisioningin of the user with the carrier - this soves 50% of all known activation issues.
Remove the user from BES. wipe their device. Run dbclean.exe (search here for more info). Re-add the user, actviate the device (preferably via a wire)
Should knock that one on the head..
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